We are seeking a self-motivated, passionate, and detail-oriented
Assistant Customer Service Manager
with a customer-first mindset, dedicated to translating consumer needs into online business opportunities. This ideal candidate should be tech-savvy and have experience solving problems, generating shipping labels on courier portals, managing website admin for returns and refunds, handling finance related enquiries, and more.
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Covering global manufacturing sites to achieve customer-related business performance, such as product quality goals, shipment fulfillment targets and to manage customer communication to ensure the customer satisfaction.
Manufacturing quality communication contact window to customer for manufacturing quality related issue and acts as a representative of customer to monitor product quality meet customer’ expectation.
Coach and mentor members to deliver excellence service/work to internal and external customers.
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Make cold sales calls to hotels and prospective clients. Provide day to day service to clients. May need to go on-site to understand customers' needs. Liase betweeen sales and production teams on special requirements by clients. Able to work fast, independently and under stress.
Building strong connections with every client is essential. The designated individual will serve as the primary point of contact for clients and BDC management regarding all customer-related issues, including incident reporting and monthly reporting.
Thoroughly grasp all client delivery requirements and collaborate across departments to ensure timely completion of tasks, adhering to customer service level agreements (SLAs) consistently.
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Responsible for overseeing Customer Care functions such as nomination registration, email, instant messaging, front counter, and inbound calls, along with managing outsourcing services e.g., Call Centre, Great Eastern Life Malaysia (GELM) Head Office Counter, and Branches.
Accountable for implementing a Customer Service strategy aligned with the company's objectives.
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We are seeking a dedicated and customer-oriented Customer Care Assistant Manager to join our team. In this role, you will play a pivotal part in leading and supporting our customer care team, ensuring exceptional service standards, and contributing to our overall mission of delivering outstanding customer experiences.You will report directly to our Head of Customer Care.
Senior Associate / Assistant Manager - Operations, Customer Service
Senior Associate / Assistant Manager - Operations, Customer Service
CTBC Bank
Downtown Core, Central Region
Banking - Business (Banking & Financial Services)
Primary focus is to deliver an excellent customer experience by assisting customers with their queries. To assist team lead in handling customer’s issue, report any compliant and resolve customer disputes if any.
Secondary is to ensure core system maintenance is updated promptly.
Carry out any other duties that may be assigned by the superior from time to time.
PRINCIPAL RESPONSIBILITIES:
Customer Service
A point of contact to provide end to end (E2E) customer service
Handle customer problem and job service
Tracking and follow up customers’ queries
Provide consultation to customers on bank’s products/services’ specifications and assist customers on banking transactions such as:-
a) Account Opening Operation
Preparation of various business application form documents
Coordinate and work closely with Operation Team to complete customer’s queries
Meeting customer with Relationship Manager to provide onsite support.
b) Account Closure
Signature verification, arrange closure of accounts and funds remittance.
Assist Fixed Deposit interests rate fixing
d) Transaction & Receipt
Support and assist business units/support team on:
Customer transaction information or notification of exceptions
Monthly statement or transaction advices
Fax transaction (Codefax)
e) Credit
Assist in checking credit limit availability and preparation of loan instruction (Drawdown / Rollover / Repayment).
f) E-Banking Service
Applications, amendment of and follow-up of e-Services (EB/MMAS/CODE FAX product application, etc.)
Assist customers on e-Services related matters such as MMAS password reset, MMAS resend etc.
System Maintenance
Maintain and record customer service details and follow up matters in customer service system (I-Call).
Policy, Procedure & Working Manual
To update and maintain team’s policy, procedure & working manual whenever needed.
Report
Prepare Code Fax Daily Reconciliation and other Ad-Hoc Reports
KEY COMPETENCIES:
Diploma / Degree Holder with relevant operational banking experience.
Understanding of banking products, operations, systems and procedures.
Understanding of regulatory and internal management reporting requirements
Strong team spirit
Good communication skills, courteous and tactful.
Company information
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Primary focus is to deliver an excellent customer experience by assisting customers with their queries. To assist team lead in handling customer’s issue, report any compliant and resolve customer disputes if any.
Secondary is to ensure core system maintenance is updated promptly.
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Enhance customer experience through good customer service and ensure the smooth running of customer service counter operations.
Develop service procedures, policies and standards and lead the continuous improvement of customer care process resulting in exceptional customer experience.
Support and facilitate organic growth of loyalty program membership.
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Covering global manufacturing sites to achieve customer-related business performance, such as product quality goals, shipment fulfillment targets and to manage customer communication to ensure the customer satisfaction.
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